Exceptional Guest Service Grows Sales in a Down Market
Problem
A leading concierge services provider wanted to expand their business and increase their sales at a time when visitors to their key markets were declining.
Solution
Vision and strategy. The Elkind Group worked closely with executive leadership to develop a visionary service aspiration that effectively communicated the company’s goals to the front line.
Performance management. We developed and implemented training to provide Concierge Managers with a comprehensive approach to managing performance and coaching and developing their people. And we implemented innovative Action Learning that enabled Concierge Managers to conduct more effective coaching in the moment and more impactful 1:1 development sessions.
Customized training. We developed and implemented training to provide the front-line Concierges with the skills they needed to build their business and increase sales through exceptional guest service.
Executive coaching. We provided ongoing coaching and consulting to the senior team to drive continuous improvement throughout the organization.
Results
Despite a substantial reduction in the number of visitors to their key markets, our client generated record revenues and profits and achieved significant improvements in margin and vouchers per client.